Government Technical Assistance Center (TAC) Manager

Hewlett Packard Enterprise•Herndon, VA

4d•$119,500 - $275,000•Hybrid

About The Position

The GovTAC Manager is responsible for leading a team of Technical Support Engineers supporting Juniper's U.S. Federal customers. This role oversees day-to-day support operations, customer escalations, employee development, service delivery performance, and cross-functional collaboration with Engineering, Product Management, and Advanced Services teams. The successful candidate will drive operational excellence, ensure high customer satisfaction, and foster a culture of accountability, technical expertise, and continuous improvement. Candidates must be U.S. Citizens residing and working within the United States. The job family spans multiple engineering and technical disciplines supporting the delivery, troubleshooting, and optimization of networking products, services, and solutions. Work consists of leading technical support operations, managing customer-facing engineering resources, and partnering across organizations to resolve complex technical issues while driving customer success. Requires broad knowledge of networking technologies, support methodologies, operational excellence, and people leadership. Applies advanced subject matter knowledge to manage staff activities in solving common and complex business and technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction, and people management. Provides guidance on process improvements and recommends changes in alignment with business strategy and operational objectives. Plans, manages, and monitors operational and tactical activities of staff. Recruits, develops, and supports direct staff members.

Requirements

8+ years of experience in Technical Assistance Center (TAC), Technical Support, Network Operations, Customer Success, or related customer-facing technical organizations.
3+ years of experience supporting enterprise networking technologies, including routing, switching, security, wireless, and cloud networking solutions.
3+ years of people management experience leading technical support, operations, or engineering teams.
Demonstrated experience managing customer escalations and driving cross-functional issue resolution.
Experience supporting Federal, Public Sector, or highly regulated customer environments is preferred.
Proven ability to lead geographically distributed teams and manage multiple priorities in a fast-paced environment.
Experience developing and executing operational improvement initiatives
Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical field, or equivalent work experience.
Strong leadership skills, including coaching, mentoring, team development, and performance management.
Demonstrated ability to lead customer-facing technical support organizations and deliver exceptional customer outcomes.
Strong understanding of enterprise networking technologies, support operations, and technical escalation management.
Excellent customer engagement and relationship management skills.
Proven ability to influence and collaborate across multiple organizations, including Engineering, Product Management, Sales, and Services teams.
Strong analytical, troubleshooting, problem-solving, and decision-making capabilities.
Experience managing operational metrics and driving continuous improvement initiatives.
Ability to effectively prioritize resources and balance competing customer and business requirements.
Excellent verbal, written, presentation, and executive communication skills.
Strong business acumen and understanding of support operations, service delivery, and customer success principles.
Ability to perform effectively in high-pressure environments while maintaining focus on customer outcomes and operational excellence.
Due to the nature of this work and supporting Federal this does require a US citizen living and working within the United States

Nice To Haves

Experience supporting Federal, Public Sector, or highly regulated customer environments is preferred.

Responsibilities

Provides direct and ongoing leadership for a team of Technical Support Engineers supporting HPE Networking's U.S. Federal customers across routing, switching, security, wireless, and cloud networking technologies.
Manages day-to-day support operations, ensuring customer issues are addressed promptly, professionally, and with a strong focus on customer satisfaction.
Ensures the team delivers expert, high-quality technical assistance while meeting established service-level objectives and operational goals.
Oversees support delivery performance through operational metrics including customer satisfaction, response times, escalation management, backlog reduction, case quality, and resolution effectiveness.
Partners closely with Engineering, Product Management, Sustaining Engineering, Sales, and Services organizations to resolve customer-reported defects and improve product supportability.
Leads customer, executive, and business-critical escalations, ensuring timely communication, effective coordination, and successful resolution.
Develops and maintains support processes, policies, and operational procedures that drive service consistency and continuous improvement.
Identifies and implements process improvements that increase operational efficiency and enhance the overall customer experience.
Communicates operational status, customer trends, risks, and support performance to leadership and key stakeholders.
Recruits, interviews, hires, and develops high-performing technical support professionals.
Conducts performance reviews, coaching sessions, and career development planning for team members.
Promotes technical growth through training, certifications, mentorship, and knowledge-sharing initiatives.
Fosters a culture of accountability, technical excellence, collaboration, and customer advocacy.
Ensures support operations align with business objectives and the unique requirements of U.S. Federal customers.